Hi Mamab1! If you need help, it's usually easier to write to their chat or social media than to call. The estimated time frame is approximately 2 to 3 days approx.
When you request a letter from Nest, you need the police report since that's what the Google team will ask for. From there, the team will escalate it to Nest and see if they respond to you. However, please be aware that they don't always recover videos if that's what you need. You could also try reaching out here to see if you receive a quicker response: https://support.google.com/googlenest/gethelp?hl=en
Hope this helps!
Rwiinbo
